Return Policy
Last updated 01/07/2023
All terms used in capital letters in this document are defined in the accessible General Terms and Conditions of Sale.
Article 1. How do I contact La Rosée Customer Service?
For any difficulty, the Customer must first contact La Rosée customer service, at the following contact details, on the following days and times:
- Monday to Friday except public holiday or non-working day
- From 9:30 am to 12:30 pm and from 2:00 pm to 5:30 pm;
- At the following telephone number: +33 1 76 50 77 07; or
- At the following email address, contact@larosee-cosmetiques.com; or
- At the following postal address: 16 rue du Plat 69002 Lyon
Article 2. What is the right of withdrawal and how to exercise it for a product?
2.1. Can I withdraw after placing an Order for a Cosmetic Product?
In accordance with Articles L. 221-18 et seq. of the French Consumer Code, any Customer has the right to withdraw, without giving any reason, within fourteen (14) days, which runs from the day after receipt of the Cosmetic Product by the Customer, or by a third party designated by them, other than the carrier.
If this period expires on a Saturday, a Sunday or a public holiday or a non-business day, it will be extended until the next business day.
In the event of damage to the Cosmetic Product on this occasion, La Rosée reserves the right to block the Customer's right of withdrawal.
In the case of a e-Gift Card purchased on the Website or the purchase of a Tree, Customers also have a period of fourteen (14) days from receipt of their Order by email to exercise their right of withdrawal, without giving any reason.
This right of withdrawal is exercised for the e-Gift Card, provided that it has not been used in whole or in part before the expiry of this withdrawal period. Otherwise, the Customer shall not be entitled to any refund.
2.2. How do I notify La Rosée of the exercise of my right of withdrawal?
Customers shall notify La Rosée of their decision to withdraw by any unequivocal statement:
- By returning, to the postal address indicated, the signed and completed withdrawal form available in Appendix 1 of this Return Policy.
- By returning by any other means its decision to withdraw to La Rosée, clearly worded, to the email address/postal address indicated in Article 1 above.
To comply the withdrawal period of fourteen (14) days, Customers must send their communication concerning the exercise of their rights before the expiry of this period.
In all cases, the burden of proof of this exercise is on the latter.
Article 3. How to return cosmetic products in case of exercise of the right of withdrawal?
3.1 Procedure to be followed
The Customer must return or send the Cosmetic Product to the address provided by La Rosée's customer service, in its original container, and if possible with its original packaging and the return slip, without undue delay and no later than fourteen (14) days after the Customer has communicated to La Rosée their decision to withdraw from the electronic sales contract.
The period is deemed to have been complied with if the Customer sends back or returns the Cosmetic Product before the period of fourteen (14) days has expired.
Otherwise, no refund can be made by La Rosée.
The return of the Cosmetic Product is under the responsibility and at the expense of the Customer, provided that these costs correspond to the Customer's direct return costs.
Article 4. Reimbursement of products
La Rosée will reimburse Customers for all payments received from them, via the payment method used in the Order process, with the exception for Cosmetic Products of the additional costs resulting from the fact that the Customer has chosen, where applicable, a delivery method other than the least expensive standard delivery method offered by La Rosée. This reimbursement shall be made no later than fourteen (14) days from the day on which La Rosée is informed of the Customer's decision to withdraw.
La Rosée may withhold reimbursement of the Cosmetic Product until it has received the Cosmetic Product that is the object of withdrawal, or until the Customer has provided evidence of having sent back the Cosmetic Product in question, whichever is the earliest.
Any samples given to the Customer may be kept by the latter.
Article 5. Exclusion of the right of withdrawal for cosmetic products
In accordance with Article L. 221-28 of the French Consumer Code, the Customer expressly acknowledges that any Cosmetic Product unsealed after delivery and which cannot be returned for reasons of hygiene or health protection cannot benefit from the right of withdrawal, in particular in the event that the seal of a Cosmetic Product is removed (without this list being exhaustive).
These provisions apply without prejudice to the legal guarantees of conformity and hidden defects provided for in Article 12 of the General Terms and Conditions of Sale, which remain fully applicable.
Article 6. How to return products if they have non-conformities or hidden defects?
6.1 Procedure to be followed
If the Products delivered by La Rosée are not in conformity with the Products covered by the Customer's Order or if they have hidden defects, the Customer must notify La Rosée by email, by contacting La Rosée's customer service, in order to notify it of the non-conformity or hidden defects.
La Rosée's customer service undertakes to acknowledge receipt of this notification sent by Customers and provides them with the instructions to follow.
Upon receipt by the Customer of La Rosée's customer service instructions, the Customer undertakes to send a photo of the Product that is non-compliant or affected by a hidden defect to the email address indicated by La Rosée.
In the event of an order preparation error, the Customer must return the Product if possible in its original packaging, in its intact original container, accompanied by the return slip, and not used (except in the event that the Product has a hidden defect). Products are returned to La Rosée's expense, and the risks related to the return of Products are borne by La Rosée. Upon receipt of the Products, La Rosée carries out an examination to determine whether the Products are compliant.
6.2 Content of legal guarantees of conformity and hidden defects
“Consumers have two years from the delivery of the goods to require the implementation of the legal guarantee of conformity if a non-conformity occurs. During this period, consumers are only required to establish the existence of the non-conformity and not its date of occurrence.
Where the contract for the sale of the goods provides for the delivery of digital content or a digital service on a continuous basis for a period exceeding two years, the legal guarantee shall apply to such digital content or digital service throughout the planned delivery period. During this period, consumers are only required to establish the existence of the non-conformity affecting the digital content or digital service and not its date of occurrence.
The legal guarantee of conformity entails the obligation for the professional, if necessary, to provide all the updates necessary to maintain the conformity of the goods.
The legal guarantee of conformity gives consumers the right to have the goods repaired or replaced within thirty days following their request, at no cost and without major inconvenience to them.
If the goods are repaired under the legal guarantee of conformity, consumers benefit from a six-month extension of the initial guarantee.
If consumers request that the goods be repaired, but the seller requires the replacement, the legal guarantee of conformity is renewed for a period of two years from the date of replacement of the goods.
Consumers may obtain a reduction in the purchase price by retaining the goods or terminating the contract and be reimbursed in full for the return of the goods, if:
The professional seller refuses to repair or replace the goods;
The repair or replacement of the goods occurs after a period of thirty days;
The repair or replacement of the goods causes a major inconvenience for the consumer, in particular when the consumer definitively bears the cost of taking back or removing the non-compliant goods, or if they bear the cost of installing the repaired or replacement product;
The non-conformity of the goods persists despite the seller's unsuccessful attempt to bring it into conformity.
Consumers are also entitled to a price reduction of the goods or the rescission of the contract when the non-conformity is so serious that it justifies the immediate price reduction or rescission of the contract. In this case, Consumers are not required to request in advance that the goods be repaired or replaced.
Consumers are not entitled to the cancellation of the sale if the non-conformity is minor.
Any period during which the goods are unavailable for repair or replacement shall suspend the remaining guarantee period until delivery of the repaired goods.
The rights mentioned above result from the application of articles L. 217-1 to L. 217-32 of the French Consumer Code.
The seller who obstructs in bad faith the implementation of the legal guarantee of conformity is liable to a civil fine of up to 300,000 euros, which may be increased to 10% of the average annual turnover (Article L. 241-5 of the French Consumer Code).
Consumers also benefit from the legal guarantee of hidden defects pursuant to Articles 1641 to 1649 of the French Civil Code, for a period of two years from the discovery of the defect. This guarantee shall give rise to a price reduction if the goods are maintained or to a full refund against return of the goods.”
Appendix 1: Withdrawal form
(Please complete and return this form only if you wish to withdraw from the electronic sales contract).
For the attention of LA ROSÉE COSMÉTIQUES, whose registered office is located at 16 rue du Plat, 69002 Lyon and whose contact email address is: contact@larosee-cosmetiques.com
I/we (*) hereby notify you of my/our (*) withdrawal from the contract relating to the sale of the (*) goods below: __
Ordered on (*)/received on (*): __
Name of customer(s): __
Address of customer(s): __
Signature of customer(s) (only if this form is notified on paper): __
Date:__
(*) Delete as appropriate.